FAQ

FAQ(s)

How Do I Place an Order? 

Ordering at www.surplusstore.pk is simple! Just select your desired items, enter your shipping address, and provide delivery details. We currently only accept Cash on Delivery (COD). Need help? Call or WhatsApp us at +92 331 9111122.

How Will My Order Be Delivered? 

Your order will be delivered to your doorstep via reliable courier services.

How Will I Know If My Order Is Placed Successfully? 

After placing your order, you’ll receive a confirmation call, email, and text message with all the details. You can also check your order status under My Account > My Orders.

Do You Take Orders Over the Phone? 

Yes! You can place orders over the phone using Cash on Delivery only.

What If My Payment Fails? 

If your debit/credit card or net banking payment fails, check your account for deductions. Typically, funds are rolled back within 7 business days. If credited to us, we’ll initiate a refund within 3 days, with the following timelines for refunds:

- Net Banking: 2-4 business days

- Debit Card: 5-7 business days

- Credit Card: 7-21 business days

How Can I Check the Status of My Order? 

You will receive email and text message updates at every step. After placing your order, you’ll get an email with your order details. Once dispatched, you’ll receive a text message with tracking details. Check your spam or old messages if you don’t see updates. For any delays, you will receive a special update from us.

Can I Cancel My Order? 

To cancel, contact Customer Care at +92 331 9111122 as soon as possible. If not dispatched, we’ll cancel and refund your order. For prepaid orders, refunds will follow our return policy. Note that certain products, such as formal and bridal items, cannot be canceled once ordered, as indicated on product pages. In cases where we cannot deliver despite repeated attempts, a fee of Rs. 1000 will be deducted from the refund.

Why Did I Receive a Confirmation Call? 

We call to confirm your order and ensure all details are correct.

Can I Place a Bulk Order? 

For bulk orders, please email sale@surplusstore.pk with your requirements, and our team will assist you.

Will My Gift Recipient See Prices? 

Yes, we send the invoice with the product, and tags remain attached for easy returns.

How Do I Try the Product? 

We encourage you to try your items. However, please ensure that the product remains in a resalable condition, with original tags, unwashed, undamaged, and in original packaging. Note that not all categories are returnable. Check our Return Policies for more information.

Do You Allow Exchanges? 

Yes! If you need a different size, we offer exchanges. Check our Exchange Policy for details.

Can I Add Items After Placing My Order? 

You’ll need to place a separate order for any additional items.